ARCHIVED Telecommunication Full Time

Senior Service Designer

Telekom HU

What we count on you for:

You make the critical breakpoints of the B2B customer journey and internal operations visible
As an independent professional partner, you will be involved in key enterprise initiatives
You structure and visualize the critical points of the customer journey and operations
You make development suggestions that improve both the customer experience and internal operations

Your main tasks:

Mapping, analyzing, designing or redesigning B2B service journeys
Creating end-to-end service journeys and service blueprints, coordinating frontstage and backstage elements, collaborating with process designer colleagues
Participation in customer and stakeholder research, interviews, and analysis
Implementing UX aspects in the design of digital touchpoints, in close collaboration with UX/UI, product and development teams
Structuring and translating complex problems into feasible service concepts
Identify opportunities to improve customer experience, operational efficiency, and service quality
Close collaboration with product, sales, process, campaign and IT teams
Using service design tools and approaches from discovery to implementation support
Developing solution concepts that are both desirable to the customer, feasible for the organization, and commercially valuable
Developing proposals for priorities and development directions
Validate, iterate and track the impact of designed solutions using relevant metrics
Evangelizing service design thinking within the organization, as a professional partner

We are looking for you if:

Do you have experience in UX research, usability testing or digital service design?
You have several years of experience in service design, CX, journey design or similar strategic design roles
Have you worked in a complex, multi-stakeholder, multi-channel service environment?
Are you strong in systems thinking, structuring and stakeholder alignment?
You are confident in using journey maps, service blueprints, stakeholder maps and similar service design tools
You not only uncover problems, but also take the work through from discovery to proposal and implementation support
Are you able to manage the customer experience along with operational, process and system realities?
You work well with product, technology, delivery and business teams
You are a strong facilitator, communicate clearly, and can credibly influence stakeholders at different levels

It is an advantage:

Experience in B2B, enterprise, telco or complex digital services environments
You have knowledge in behavioral science, service psychology or customer decision-making
Experience in planning based on business and operational metrics
Experience in projects related to experience improvement, service transformation or operating model
Experience in an English-speaking, cross-functional or corporate environment